Julz Animal Houz Burlington — Local services in Burlington

Buyers Beware of buying product from Julz Animal Houz – fairly convoluted return policy and bad customer service

I started coming to this store last year. I have a picky eater pup and I expressed that concern to Julz on day 1 that I was struggling to find products that my pups would eat . I mentioned, there is a pretty good chance my pup won’t like the food and ask about their return policy. They said “even if the bag is half gone just bring it back for a refund or exchange. All we need is the barcode to scan so we can get credited from the supplier”.

My boyfriend and I purchased lots of dog foods, dog treats, and food toppers Throughout the year. Every time I needed to exchange or return, there was an excuse or a new policy that was never disclosed before. Every time they needed to ask their manager and the manager was not available. The very worst customer service I have ever received.

My last experience with them, I spoke with the store manager and she didn't care that I did not see a return policy BEFORE the time of purchase. She was yelling the whole time and acting offensive. I don’t get this kind of behavior as I have been in retail for well over 10 years and never treated a customer like that.

So, I learned very quickly, that even though I am a frequent customer, when it comes to exchange, the service is non existing. Your policy has to be clearly and visibly disclosed to the client BEFORE the time of purchase. A return policy printed on a receipt, but not posted in the store, is not appropriate, as we would be unable to access it before the purchase.

So here are some of their policies you should be aware of For a full refund, you must return the item within 10 days, in its packaging and must be over half full. And after that is 30 days and they claim they will exchange it for you. But wait there is more ** this doesn’t apply to Everything in the store. They will only return or exchange on items where the supplier has the “money back guarantee” where they can be sure they get their money back. How would you know? You don’t ! you’ll find out when is too late and you have already purchased the item. Also, they do not return or exchange dog treats, chews, food toppers and many more things that I am unaware of , because none of these little details are displayed in store or explained to me in person by their employees unless you want to return something and that’s when you learn their convoluted rules.

I have attempted to do returns maybe a total of 3 times max and only one time I was successful and that 1 time I have to come back twice! Apparently they flag you, if you have returned more than 3 times and after that you cannot return or exchange ANYTHING, period! How do I know that? I didn't until the screaming manager explained it to me while refusing my return A which was done within 10 days and with a receipt. She basically said, from now on you must be 100% sure of what you are buying because we are not doing any return or exchange for you!

Note Customers want transparency and this new system policy is targeting people using a valid return mechanism. Buyers take your business where they honor their return policies, instead of applying purchase rules that are neither transparent to the customer nor the retail outlet. Absolutely agree with previous comments about their bad business practices and awful customer service. Please read the owner’s responses to those who don't agree with their business handling. They feel almost entitled to be rude and hostile. Julz- learn about customer service etiquettes, how to speak politely, offer help in a timely manner, put yourself in your customer's shoe and be honest with your customers! I was not rude; I think it is essential to let the public know exactly how Julz does business. I can't value your business if you can't value your customers. I will continually tell anyone I know to go anywhere but this place. No wonder the store is never busy! Plenty of pet stores that want a...

To start - I'm a boutique pet store fanatic! For years I've scaled Washington state, and every state I've visited, stopping in at every store I could find, always in search of fresh food, packed with nutrition and responsible sourcing that my animals would actually eat, ravenously. I also look for treats that fit that bill, as well as toys and dog clothes (because every dog needs a good sweater), and when I found Julz Animal Houz in Marysville, it was as if the Heavens opened and Jesus himself came out singing. I frequented that store for years because they carried stuff no one else did and the drive was worth it to me because I LOVE my dog and my cats and am a true believer in pet nutrition. But then Jesus started singing again when I found out they opened a second location, almost in my backyard! I stop in nearly weekly because its the weekend and whose dog doesn't need something fantastic over the weekend, and whose cat doesn't need something new to make them crazier? The best part of Julz are the people that work there, because they care about nutrition and animal welfare just as much as I do. In addition to the food (frozen raw, dehydrated raw, canned and kibble), they offer a ton of treats and a lot of different and wonderful homeopathic additives for everything from anxiety to cancer (turkey tail mushroom!). In addition to meats, their frozen section offers up a really great variety of milks, cheese, broth and greens mixes, frozen treats and birthday cupcakes, Its really a one stop shop, and the epitome of what a "Boutique Pet...

I wish I could give it MINUS -5 stars! Horrible customer service! I was quoted $57.99 AND the store sticker said $57.99...but I was charged $62.99. When I noticed it i went back to get the STICKER price and was told NO! They will NOT honor the quoted and sticker price!!! WTH?!?! I also called the Marysville store, as I was told there was a manager there. There wasn’t, but I told that employee what happened and she said she wouldn’t honor it either!! I will NEVER shop there again and I hope you DON'T either!!!!!!!

Post it! That is a LIE. That lady was outside the entire time I was trying to get your clerks, to HONOR the posted price! She was “trying” to get her dog to sit and stay, while she entered the store first...it wasn’t working! First of all...she should have been focused on her surroundings also, as I was...they both were off to the left side of the door (going out). There was absolutely NO reason I shouldn’t have been able to exit that door! Second....I couldn’t have slammed the door because it opens OUT! You don’t hold the door to close it, it closes AUTOMATICALLY! And lastly....she shouldn’t have had her dogs toes in the way of the door opening to begin with!!! She would have taken his toes off if she opened the door!! All common sense!!!!

DON’T shop at a place that has to LIE to try to make themselves look good, and deflect...